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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

"Mark as answered" missing

Hi guys,

Small but very irritating issue, maybe someone has a quick fix?
It seems on 80% of tickets the options to "mark as answered" is not there, but on the remaining 20% it is. I cannot see any reasons for this.

Any help welcome,

Many thanks,

osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server SoftwareApache
MySQL Version5.6.36
PHP Version7.0.22
PHP Extensions


  • Answered means an agent has sent a reply to the ticket creator. If this has happened, then the ticket is automatically marked answered.
    If the creator then sends another message, it is not answered anymore.
    However, you can manually "mark as answered" for instance if you spoke to them on the phone.

    Check your threads, see who sent the last message, it should match the answered state, and therefore the availability of the mark button.
  • edited August 2017
    Sorry perhaps I should have been clearer, I only try and mark them as read if they are sitting in the open queue...
  • There is and has never been a feature to mark a ticket as "read".   If you want it to be answered you have to reply to the user.
  • Sorry for the long delay, this issue has been raised again.
    There seems to be no reason as to why some tickets have the "mark as answered" option and some do not, can anyone explain the rules surrounding this?


  • edited October 2017
    Department Managers have access to Release (unassign) Ticket, Mark as Overdue, and Mark is Answered for tickets in their department.  So that would be why you think that some "tickets" have this option while others do not.
  • Thanks! Perfect, that makes sense.
    Can I assign that option to more that one user in another way?

  • Q: Can I assign that option to more that one user in another way?
    A: No.  Only the Department Manager has access to those.
  • OK, Understood.

    Thanks for the prompt reply ;-)
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